Many companies have little issues with a crisis. They have great customers and their product is a success. What happens when the quality of service decreases? Or you decide to add to your product and people do not like the change? Customers are the most important value to your company and if they are not happy, it could cause negative outcomes.
- Review sites aren’t buzzing with good vibes. Smart business plans include knowing where you stand on review sites. Believe it or not, people and customers will get on popular review sites to review you or read about you. If a customer has a bad experience and the issue is not solved, they will be more likely to tell their story on a review site rather than social media. Now, if you only have one or two bad reviews, that is normal and people will have their opinions. However, if bad reviews are coming every other month, that is something to look in to.
- Complaints within the company are becoming more frequent. A good example of this would be a restaurant owner talking to customers because their experience was poor. The complaints could be about the service, atmosphere, or the product. When the complaints become regular that is when the business owner should evaluate their establishment.
- People are getting offended by the company’s social media. When companies decide to utilize social networking in the business plan, it is important to do research and figure out how you want to portray yourself online. Even though you may be into politics and have strong personal beliefs, this would not be the place to express that. Your customers could range from all types of people and insulting someone by talking about religion does not look good on your business. It sends a message that your customers’ feelings are not important. An example of this is when a representative from Chick-Fil-A said negative comments against homosexuals. Again, people have the right to their opinion but when it reflects a company that serves all types of customers, these comments can create a negative view of the company.
If your company recognizes these problems, it may be in your best interest to hire a PR professional to strategize a plan and help you through whatever your crisis may be.